Likelihood to Recommend + I strongly believe that this tool helps when a firm has good user count (depends on business model) as most of these tools are data friends. More data - more valuable insights + Best fit if someone who is looking for deeper insights of individual page - Not suggested for very fewer visits of a website. Suggested to improve better visit count
Read full review It's the best for A/B tests or tests where you need a broad audience. If you don't need a real niche audience (that you should recruit then rather yourself), then you can rely on UserTesting. It's good because it's so quick, almost instant, it takes about 10 minutes on average before I can start reviewing and documenting sessions.
Read full review Pros Provides heatmaps that shows you the elements on your site that are and aren't performing well. Provides scrollmaps so you can see how far down a page users are scrolling and which content never gets seen. Screenshots show you how your website looks across a variety of different devices. Provides a type of clickmap called confetti that enables you visualise clicks by segments - device, new/returning visitors, campaigns and other metrics. Read full review Taking notes with video clips. I can take notes while I am watching a session and I can create clips of UX issues or bugs occurring. This really helps when I share them with other teams. Exporting all your notes. I analyze all usability tests by exporting my notes from UserTesting. I wish I could bulk export multiple tests though. Setting up demographics. This helps me reach out to users who are similar to our audience. Setting up screeners. Some studies require specific audiences (using a specific tool etc.), by setting screeners I can make sure I reached the correct audience. Read full review Cons The largest thing we've struggled with is the Optimizely integration. I've contacted customer service a few times to get it properly setup. Customer Service is always friendly and helpful; they provide clear steps to get it setup. Unfortunately despite clear instructions, they are tedious, and if not completed in the correct order, the integration with Optimizely does not work. My success rate with the integration is less than 55%. Read full review The organization of the work spaces/dashboards could use some work. I don't feel as supported as I used to from a customer success perspective. I used to have dedicated, go-to professionals to reach out to about my account who knew my project context, account history, etc. Recently we've been pushed into general support pools, and it doesn't feel like my account gets any personalized attention anymore. I would like to see a more refined experience for collaborators - the test plans I share with them are plain text/hard to read. Would be nice to be able to conduct focus groups using this tool. Read full review Likelihood to Renew It's a great tool considering how inexpensive it is. If used correctly and you have a plan for tracking your websites, this tool can make a world of a difference. If you are not going to sit down and take the time to make a plan for how to use this tool, I would say it is not worth your time. Yes, you can look at items on your website that need to be changed, but without a consistent plan, other important items that need changing can be lost in the mix. Make sure you have enough time and energy to invest in this and it will be well worth it
Read full review I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
Read full review Usability It's not clear what features there are. The navigation icon is not labeled. It's hard to know where to start when you're first logging in as a first-time user. It's hard to know how to set up anything and there aren't many helpful tutorials in-product. I don't want to be kicked out of a help center or read the documentation.
Read full review User Testing is very easy to use. You first select the profile of your participants. This is as simple as checking on checkboxes and creating some questions to target the right market and user. You may also just send the tests to your own customers with a simple link. After selecting your audience, you just need to drag and drop the tasks and set them up. You're always guided throughout the process and if you're missing something, the user testing platform will let you know. Really simple stuff.
Read full review Reliability and Availability It's slow to post data, and slow to get a snapshot to finally be active (i.e. not pending). Not intolerable, but would be nice to see data within a couple hours. Often have to wait to the next day.
Read full review Never encountered any problems
Read full review Performance Perfectly fine. Never had any problems.
Read full review Support Rating I think support is an area where Crazy Egg is lacking. I would love to have a quarterly check-in with a Crazy Egg rep to understand what kinds of changes have been made to the platform and what is on the horizon. I also think a quick consulting sessions with a rep could be extremely beneficial, as I'm sure there are ways to use the tool that we haven't even thought about yet that would be extremely insightful for our team.
Read full review Taking a long time When we had issues or questions, it often took a long time to receive a response from the support team. This delayed our testing and caused frustration for our team.
Not helpful in our specific questions
When we did receive a response, it often did not fully address our specific questions or issues. This made it difficult to resolve problems or move forward with our testing.
Read full review Online Training Crazy Egg is the best CRO and LPO tool for performance marketers who have a limited budget!
Read full review Implementation Rating It is simple. JavaScript code needs to be added to any pages where you want to run tests. That's it.
Read full review From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
Read full review Alternatives Considered Hotjar is more expensive than Crazy Eggs, and we needed a tool to fit the budget for small comp. With more time, we could have tested it deeply also to have a better opinion, it seems to be great too
Read full review UserTesting allows for a quicker recruiting process for our studies. Additionally, UserTesting has more unmoderated research features and capabilities. I think that their payment model is also easier than UserInterviews. We typically user UserTesting for reaching our hard to reach segments and recruiting prospective users not already within our product user population.
Read full review Scalability Its reliability (not scaleability, as the question asks for, sorry) is pretty good but through our testing we know that some clicks do not get recorded. It doesn't bother us a lot because we look at the aggregate of thousands of visits, but we do know it misses things. As for scaleability, it's about right. You really don't want zillions of clicks per snapshot - the screen just turns to 100% dots and you lose the ability to differentiate different screen areas. We find that 25,000 clicks for a page gives us a really good view.
Read full review The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.
Read full review Return on Investment Very Positive impact on ROI as it pointed towards some specific flaws of the website. These flaws were removed on a regular basis. It constantly helps finetune our website to the requirements of the users. This helps in boosting our business development efforts. It helps us to remove or modify the least visited sections of the website. Thus removing the limitations that hamper our growth. Read full review Cost savings of over $100K as we dont involve our research vendors as much as we used to do in the past Better tested experience get out in the market quickly even when we don't have enough time available with our researchers; our designers who are well-trained on usertesting.com can test out quickly Read full review ScreenShots